Customer Service Officer Job at LESSO GROUP

Established in 1986, LESSO (Stock Code: 02128.HK) is a global leader in home furnishings and building materials. The Group's business portfolio spans plastic piping, building materials and home furnishings, environmental protection, new energy, supply-chain service platforms and others. It offers a wide range of products such as pipes, photovoltaics, plumbing and sanitary ware, integral kitchen materials, integral doors and windows, aluminum formwork and smart scaffolds, water purifiers, water-proofing materials and sealants, fire-fighting equipment, valves, cables, lighting, hygiene materials, items for environmental protection, agricultural facilities, and oceanic aquaculture cages. In 2023, LESSO's sales revenue reached over USD 4.38 billion.

Since implementing a strategy of globalization and expanding its global presence, LESSO has evolved into a sophisticated multinational. It boasts more than 30 advanced production bases worldwide, broadening its industrial and sales networks to cover Asia, North America, South America, Europe, Africa, and Oceania. This enables LESSO to provide quality products and services for global customers in accordance with its continuously improved strategic layout in a timely and efficient way.

We are recruiting to fill the position below:

Job Position: Customer Service Officer

Job Location: Victoria Island, Lagos
Employment Type: Full-time

Job Summary

• The Customer Service Officer is responsible for ensuring excellent customer experience by responding promptly to inquiries, resolving complaints, processing requests, and maintaining positive relationships with clients.
• The role focuses on enhancing customer satisfaction and loyalty through professionalism, empathy, and efficiency.

Key Responsibilities
Customer Interaction & Support:

• Respond to customer inquiries via phone calls, emails, live chat, or social media.
• Provide accurate information about products, services, pricing, or policies.
• Handle customer complaints, concerns, or issues efficiently and professionally.
• Follow up with customers to ensure their issues are fully resolved.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.

Order & Request Processing:

• Assist customers in placing orders, bookings, or service requests.
• Verify order details, confirm delivery schedules, and ensure timely updates.
• Coordinate with logistics, sales, or production teams to fulfill customer requirements.
• Track and communicate order or delivery status to customers.

Customer Relationship Management:

• Build and maintain strong relationships with existing and potential customers.
• Maintain accurate and updated customer records in the CRM or database.
• Identify opportunities for upselling or cross-selling products and services.
• Gather feedback and suggestions from customers to improve service delivery.

Complaint Resolution & Escalation:

• Log all customer complaints and inquiries in the system for tracking.
• Investigate issues and coordinate with relevant departments to find solutions.
• Escalate unresolved or complex issues to higher management when necessary.
• Ensure all customer concerns are addressed within the company’s response time standards.

Other Responsibilities:

• Handle routine affairs at the customer service center
• Check shipment plans and process invoices
• Follow up on complaints from various distributors
• Assist in tracking customer orders for business purposes
• Cooperate with supervisors to carry out other assigned tasks

Requirements

• Proficient in speaking and understanding English (Chinese is a plus)
• Previous experience in service-related work is an advantage
• Skilled in using office software such as WORD and EXCEL
• Amiable, well-poised, and professional demeanor
• Strong communication and expression skills, quick thinking, and a strong work ethic

Salary
N160,000 / Month.